Zendesk

An overview of Zendesk's data types and useful facts.

Last updated: Aug. 13, 2020

Tip: Please view Zendesk's integration-page to see more detailed information about what you can import, update frequency, custom field support, and much more. 

The difference between Zendesk Tickets and Events

Tickets: Every time there is an update to a ticket, we update the ticket with the new status, etc. into the ticket data source.

Events: Ticket events are a bit different and to quote Zendesk's own documentation: "Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change."

So this means that Ticket Events are more like a historical log of changes on the tickets. So every time you e.g. change a status (or something else) on a ticket, it will create a ticket event.

Currently, Plecto only handles 3 types of events: 'Status change', 'New ticket comment' and 'Custom field changed' - also called 'Action's in the Event data source. For each event we log the new value of the event and the field that changed, which indicates how the change was made.

Rate limits

The Zendesk API is rate limited. This means that only a certain number of requests are allowed per minute depending on your plan and the endpoint.
As an API consumer, you should expect to be able to make the following number of requests per minute per Zendesk Support account:

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If you exceed this daily quota, the automatic imports in Plecto will pause until you can ask for more data again and it will resume.
You will see a yellow progress bar on the data source, and if you check the logs on the settings on the data source, you'll see a message saying you've exceeded the daily quota:

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Click on "View logs" to show the logs of the latest import jobs from Zendesk.

Please check if you use any other system(s) that might be using up this quota.

Zendesk Chat

How do you get the Client ID and Secret for Zendesk Chat?

To add a client

  1. Sign in as an admin to Zendesk Chat.
  2. In the Dashboard, go to Settings > Account, then select the API tab.
  3. Click Add API Client.
  4. Complete the following fields:
  1. Click Create API Client.
    If the client is successfully created, a dialog appears listing a client ID and a client secret.
  2. For security reasons, the entire string is displayed only once. After closing the dialog, you'll only be able to view the first few characters.
  3. Add client ID and client secret to Plecto

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